Journal of Hospitality Marketing & Management最新文献_第9页

Developing customer-based brand equity from both employee and customer perspectives 从员工和客户的角度发展以客户为基础的品牌资产

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-17 DOI: 10.1080/19368623.2023.2173350

Chih-Hsing Liu, W. Lin, Yu-Hung Lu, Yi-Jhan Huang

{"title":"Developing customer-based brand equity from both employee and customer perspectives","authors":"Chih-Hsing Liu, W. Lin, Yu-Hung Lu, Yi-Jhan Huang","doi":"10.1080/19368623.2023.2173350","DOIUrl":"https://doi.org/10.1080/19368623.2023.2173350","url":null,"abstract":"ABSTRACT In recent years, there has been an increasing number of hotel management studies. However, until now, there has been no integrated perspective or precise guidance for hotel branding and marketing strategies. The current study used an integrated study of 996 participants (e.g., Study 1: 597 employees and Study 2: 399 customers) to extend customer‐based brand equity (CBBE) theory. The results of Study 1 show that entrepreneurial orientation and corporate vision have a mediating effect on the relationship between brand identity and brand value. Furthermore, brand culture has a significant moderating effect on brand value from the employee perspective. The results of Study 2 show that brand value indirectly affects brand loyalty through visit intention and brand image from the customer perspective. In addition, customer engagement is a critical attribute moderating the brand loyalty development process. Several alternative models are also provided to verify the robustness of the research findings. 摘要近年來，酒店管理研究的數量不斷增加。然而，到目前為止, 對於酒店品牌成立和行銷策略運用則尚無整合的觀點或精確的引導。本整合型研究研究有996名參與者(舉例來說:第一個研究有597名員工;第二個研究有399名顧客), 主要擴展顧客基礎品牌權益(CBBE)理論基礎。研究一結果顯示:創業導向和企業願景對品牌認同和品牌價值之間的關係具有中介作用。此外, 從員工的角度來看, 品牌文化對品牌價值有顯著的調節作用。第二個研究結果顯示:品牌價值可以透過顧客的訪問意圖和品牌形象間接影響品牌忠誠度。此外, 顧客參與在品牌忠誠度發展過程中擔任至關重要的調節效果。本研究還提供了幾個替代模型來驗證實證結果的穩健性。關鍵字:顧客基礎品牌權益; 品牌權益; 品牌價值; 品牌文化,參與","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48481342","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 2

Online tourism experiences: exploring digital and human dimensions in in-remote destination visits 在线旅游体验：探索远程目的地访问中的数字和人文维度

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-17 DOI: 10.1080/19368623.2023.2176963

Cecilia Pasquinelli, Mariapina Trunfio, Gabriella Punziano, G. del Chiappa

{"title":"Online tourism experiences: exploring digital and human dimensions in in-remote destination visits","authors":"Cecilia Pasquinelli, Mariapina Trunfio, Gabriella Punziano, G. del Chiappa","doi":"10.1080/19368623.2023.2176963","DOIUrl":"https://doi.org/10.1080/19368623.2023.2176963","url":null,"abstract":"ABSTRACT Fully online tourist experiences remain a largely unexplored area of inquiry, as a valuable and meaningful traveling modality per se, beyond any connection with conventional tourism. This explorative study aims to advance knowledge on the role of human and technology dimensions in shaping the online tourist experience during the pandemic. A sample of 9,300 Airbnb Online Experience reviews of thirty-four online destination experiences was analyzed. A typology of four fully online tourism experiences is presented, such as individual escape and personalized learning, meeting the destination, meeting the host and social bonding. The research reveals the dynamic evolution of the fully online tourist experience during the pandemic, highlighting the strengthening role of the human dimension and the human-to-human interaction, despite the digital mediation of the in-remote destination visit. Avenues for destination management and marketing research and practice spring from the analysis of fully online tourist experiences as a form of virtual tourism. 完全在线的旅游体验仍然是一个很大程度上未被探索的领域, 作为一种有价值和有意义的旅游方式, 超越了传统旅游的任何联系. 这项探索性研究旨在增进对人类和技术维度在大流行期间塑造在线旅游体验中的作用的认识. 对34个在线目的地体验的9300个Airbnb在线体验评论样本进行了分析. 介绍了四种完全在线旅游体验的类型, 如个人逃生和个性化学习、与目的地见面、与主人见面和社会联系. 这项研究揭示了疫情期间完全在线旅游体验的动态演变, 突出了人的层面和人与人的互动的强化作用, 尽管远程目的地访问是数字媒介. 目的地管理和营销研究与实践的途径来源于对作为虚拟旅游形式的完全在线旅游体验的分析.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44118257","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 6

Residents’ entrepreneurship motives, attitude, and behavioral intention toward the meal-sharing economy 居民对共享经济的创业动机、态度和行为意愿

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-14 DOI: 10.1080/19368623.2023.2173351

O. Kahraman, Ibrahim Cifci, S. Tiwari

引用次数: 5

Influence of customer value mind-set on affective and behavioral service outcomes: role of the scope and scale of service offerings at various touchpoints 顾客价值观念对情感和行为服务结果的影响:在不同接触点提供服务的范围和规模的作用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-02-14 DOI: 10.1080/19368623.2023.2173352

D. Jin, Robin B. Dipietro, K. Kim, Fang Meng, Edwin N. Torries

{"title":"Influence of customer value mind-set on affective and behavioral service outcomes: role of the scope and scale of service offerings at various touchpoints","authors":"D. Jin, Robin B. Dipietro, K. Kim, Fang Meng, Edwin N. Torries","doi":"10.1080/19368623.2023.2173352","DOIUrl":"https://doi.org/10.1080/19368623.2023.2173352","url":null,"abstract":"ABSTRACT Acknowledging the importance of institutional pluralism and food service firms’ dynamic capacity theory, this research examines customer service perception that could apply to develop or refine the possibility of different business logic in creating varied customer service outcomes. Using mixed methods, Study 1 uses the quantitative critical incident technique to measure how the business ability of service organizations should not be restricted by the type of business model. Based on the results of Study 1, a conceptual model was proposed for Study 2 and found that customers’ value mind-set and value construal can influence the overall customer service experience that can be formed in the customer construal level process. Further, business acumen can also yield a considerable range of emotional and physical inputs depending on the corresponding business logic. Actively managing the institutional pluralism of business logic, service firms are no longer restricted to an act imitated from business logic.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-02-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42241849","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 3

How does smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) awareness affect hotel employees’ career perceptions? A disruptive innovation theory perspective 智能技术、人工智能、自动化、机器人和算法(STAARA)意识如何影响酒店员工的职业观念?颠覆性创新理论视角

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-01-10 DOI: 10.1080/19368623.2023.2166186

Xingtai Zhang, Hongyan Jin

{"title":"How does smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) awareness affect hotel employees’ career perceptions? A disruptive innovation theory perspective","authors":"Xingtai Zhang, Hongyan Jin","doi":"10.1080/19368623.2023.2166186","DOIUrl":"https://doi.org/10.1080/19368623.2023.2166186","url":null,"abstract":"ABSTRACT The extensive implementation of smart technology, artificial intelligence, automation, robotics, and algorithms (STAARA) in hospitality services has accelerated the need to understand their potential influence on hotel employees’ career perceptions. This study conducted two scenario-based experiments based on disruptive innovation theory and the Stimulus-Organism-Response (SOR) model to examine how STAARA awareness shapes hotel employees’ job insecurity and mobility. In addition, this study investigated career progression as a counterstrategy to attenuate the substitution effect of STAARA. Study 1 demonstrated that hotel employees’ negative (vs. positive) awareness of STAARA leads to higher job insecurity and mobility. Furthermore, according to Study 2, for hotel employees with low-level career progression, negative (vs. positive) awareness of STAARA induces higher job insecurity and mobility. However, among employees with high-level career progression, there were no significant differences, which means that high-level career progression attenuates the impact of STAARA. This study also considers theoretical and practical influences.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-01-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46633045","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 4

Does ethnic affinity affect consumers’ posting behavior? Evidence from face recognition and difference-in-differences design 种族亲和力会影响消费者的发帖行为吗？人脸识别证据与差异设计

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-01-07 DOI: 10.1080/19368623.2023.2164393

Chunhong Li, Yiqing Yu, R. Law, Xianwei Liu

{"title":"Does ethnic affinity affect consumers’ posting behavior? Evidence from face recognition and difference-in-differences design","authors":"Chunhong Li, Yiqing Yu, R. Law, Xianwei Liu","doi":"10.1080/19368623.2023.2164393","DOIUrl":"https://doi.org/10.1080/19368623.2023.2164393","url":null,"abstract":"ABSTRACT Research findings have shown that consumers’ cultural backgrounds affect their evaluations on products or services. We argue that the ethnic affinity between consumers and service providers can affect their evaluations and online engagement after consumption. Using the information of 359,885 consumer reviews and their profile images collected from restaurants in New York City listed on Yelp, we employ face recognition and a difference-in-differences (DID) design. The results suggest that the ethnic affinity between consumers and restaurants induces consumers to post positive reviews with high ratings and sentiments; their engagement in posting reviews is also enhanced with longer texts and more photos. These findings offer direct implications for restaurant managers and online booking platform operators from the perspective of hospitality marketing and management. 现有研究表明消费者的文化背景会影响其对产品和服务的评价, 本研究认为消费者和服务提供商之间的种族亲和力会对消费者的在线评价和在线参与行为产生影响。本研究基于纽约市Yelp平台餐厅的359885条消费者评论, 采用了图像识别模型识别消费者头像信息, 并进一步构建了双重差分模型进行实证分析。研究结果表明, 消费者与餐厅之间的种族亲和力会促使消费者发布含有更高评分、更多字数和图片的评论。","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2023-01-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47758176","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

Theorizing vloggers’ approaches and practices in travel vlog production through grounded theory 通过扎实的理论，将视频博主在旅游视频博客制作中的方法和实践理论化

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-01-06 DOI: 10.1080/19368623.2023.2164392

Mohammad Sadegh Gholamhosseinzadeh

引用次数: 4

Effect of value co-creation on customer satisfaction: the mediating role of brand equity 价值共同创造对顾客满意的影响:品牌资产的中介作用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2023-01-06 DOI: 10.1080/19368623.2023.2164394

O. González-Mansilla, Antoni Serra-Cantallops, Gloria Berenguer-Contrí

引用次数: 5

Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness 不正常的顾客行为是否真的会影响酒店客人联系员工的离职意愿?智慧领导和工作嵌入的作用

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-11-04 DOI: 10.1080/19368623.2023.2137721

I. Salem, Haidar Abbas, Mohamed Mousa, Hassan Aideed, A. Elbaz

{"title":"Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? The role of wisdom leadership and job embeddedness","authors":"I. Salem, Haidar Abbas, Mohamed Mousa, Hassan Aideed, A. Elbaz","doi":"10.1080/19368623.2023.2137721","DOIUrl":"https://doi.org/10.1080/19368623.2023.2137721","url":null,"abstract":"ABSTRACT The study highlights how dysfunctional customer behavior affects the hotel’s guest-contact employee turnover intention by performing the role of wisdom leadership and job embeddedness. The model was tested using data collected from 325 guest-contact employees in Omani 4 and 5-star hotels. The results suggest that dysfunctional customer behavior increases the likelihood of employee turnover. Wisdom leadership plays a mitigating role in the relationship between dysfunctional customer behavior and employee turnover. Female respondents supported the notion that employees’ cognitive rumination is positively related to employee turnover intention and that customer dysfunctional behavior has a positive relationship with employee turnover. Emotional exhaustion partially mediates the relationship between dysfunctional customer behavior and employee turnover. However, cognitive rumination and employee stress do not mediate the relationship between dysfunctional customer behavior and employee turnover. On the other hand, males showed better support on the basis that wisdom leadership moderates the association between dysfunctional customer behavior and employee turnover. The paper concludes by contributing various implications and directions for future research.","PeriodicalId":47995,"journal":{"name":"Journal of Hospitality Marketing & Management","volume":null,"pages":null},"PeriodicalIF":12.5,"publicationDate":"2022-11-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42622911","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 7

The Great Resignation and Quiet Quitting paradigm shifts: An overview of current situation and future research directions 大辞职与安静辞职范式转换：现状与未来研究方向综述

IF 12.5 1区管理学

Journal of Hospitality Marketing & Management Pub Date : 2022-10-20 DOI: 10.1080/19368623.2022.2136601

Sandro Formica, F. Sfodera

引用次数: 31